IT Support Specialist

SUMMARY

Under the direction of the IT Support Manager assist with product support training and customer support.

SUPERVISION EXERCISED

None.

ESSENTIAL DUTIES

• Provide all users with first-level IT support while maintaining a focus on the customer experience and clear communication.
• Support the IT work order system and process.
• Assist in the installation support maintenance and inventory of computer systems equipment licensing audio-visual systems printers copiers and phones.
• Provide training to end users related to information technology.
• Assist with the development and implementation of IT policies and procedures for the department and City.
• Provide administrative support to the department as needed including the streaming and recording of meetings as assigned.
• Perform other related duties and responsibilities as assigned.

MINIMUM QUALIFICATIONS

Education: High school diploma or GED. Associate degree with major course work in computer science information technology or a related field preferred (directly related experience or specialized training may be considered in lieu of education on a two for one basis).

Experience: Two years of customer service providing technical support.

Certifications/Licenses:

• Valid Utah Drivers License
• Possession of or ability to obtain MS Desktop Administrator: Windows Client (MD-100)
• Ability to obtain and maintain certification through the Bureau of Criminal Identification (BCI)

SENIOR IT SUPPORT SPECIALIST

Experience: Three years of IT technical support experience including PC and laptop hardware troubleshooting and repair operating system support (Windows OS and Linux) user account administration (Active Directory) group policy deployment and management printer and peripheral management mobile device support basic network troubleshooting and support for cloud based collaboration tools (Microsoft 365 Exchange Online).

Certifications/Licenses:

• Valid Utah Drivers License
• Ability to obtain and maintain certification through the Bureau of Criminal Identification (BCI)
• Possession of or ability to obtain CompTIA Network or Security or equivalent
• Possession of or ability to obtain Microsoft Certified: Modern Desktop Administrator Associate or equivalent
• Possession of or ability to obtain ITIL Foundations or equivalent

KNOWLEDGE SKILLS AND ABILITIES

Knowledge of:

• Principles and practices of data processing and computer science.
• Troubleshooting internet connectivity phone systems network systems and other technological office equipment.
• Apple and Microsoft Windows operating systems.
• Word Excel Outlook Access Power Point Teams and O365.
• Troubleshooting techniques.
• Principles and concepts of customer service and care.
• Safe driving principles and practices.

Skill with:

• Maintaining customer-service focus.
• Possessing a collaborative and process improvement mindset.
• Operating current office equipment including computer equipment and software.
• Operating a motor vehicle safely.

Ability to:

• Learn techniques and procedures for hardware parts installation replacement and repair.
• Research and understand professional manuals journals and literature.
• Advise and provide interpretation to others on the application of policies procedures and standards to specific situations.
• Assist City staff in identifying computer needs.
• Analyze data and develop logical solutions to problems.
• Perform hardware installations on PCs and laptops.
• Prioritize requests for service.
• Communicate clearly and concisely both orally and in writing.
• Establish maintain and foster positive and harmonious working relationships with those contacted in the course of work.

WORKING CONDITIONS AND PHYSICAL DEMANDS

Work in a standard office environment which includes reaching bending sitting standing talking hearing listening sit stand walk kneel crouch stoop squat crawl twist climb and lift up to 50 lbs. Exposure to mechanical hazards and electrical hazards; ability to travel to different sites and locations.

Required Experience:

Unclear Seniority